ITIL SixSigma Converge For IT Services

It is expected that Six Sigma will integrate with ITIL in the continuous improvement of IT services. ...

... "Hydrasight foresees that the majority of enterprises will continue to mix aspects of ITIL with other process disciplines (e.g., COBIT, Six Sigma, SDLC, ASL, and internally-developed procedures). " ...

Via IT-Director: ITIL Six Sigma Convergence

SixSigma CobIT ITIL: Future IT Operations ...

New book published that emphasizes Six Sigma in the IT function ...

... "Proxima Technology Chief Executive Officer, Steve Jones commented We were very pleased to participate in itSMF's new Six Sigma for IT Management book. We have continued to incorporate Six Sigma techniques into our systems management platform since early 2001 and know a number of other companies have followed suit. It is exciting to see this continued momentum and a book published on this topic. Gartner's Research Director, Ed Holub By year-end 2010, ITIL, Six Sigma and CobiT will become the de facto process, quality and governance frameworks utilized by IT operational groups. " ...

Via Proxima Technology: Proxima Technology's Marketing Director Co-Authors Six Sigma for IT Management Book ...

SixSigma Service Levels: Customer Experience Measurement ...

Software enables measurement of the customer experience so that Six Sigma quality improvement can drive down defects through root cause elimination. ...

... "Wily Technology, the leader in Enterprise Application Management, announced the availability of Wily Customer Experience Manager (CEM) Version 3.0 featuring integration with Introscope, Wily's industry-leading application performance management solution. Wily CEM alerts IT staff and business teams to defective customer transactions or problem incidents in packaged or custom applications, including those from Siebel, SAP, Oracle and others whether they are built on Java, .NET, mainframe, or legacy technologies. The integration between Wily CEM and Introscope in this version allows data regarding the performance of customer transactions captured by Wily CEM to be analyzed with Introscope's application performance management tools, enabling faster problem resolution, higher transaction success rates and more consistent revenue streams.

Wily CEM enables both IT and business teams to manage online applications from the customer's point of view based on facts, not guesswork. Wily CEM continually monitors transactions 24x7 for any web-enabled application. The product tracks and reports key business metrics including customer and transaction success rates, transaction performance, transaction quality, and customer and transaction volume. Wily CEM also measures and analyzes customer activity at the business process level, creating a unique historical repository of customer information, reports, and scorecards. These metrics are essential to establish and measure performance against Service Level Agreements (SLAs) or quality initiatives such as ITIL and Six Sigma. " ...

SixSigma Service Levels: Customer Experience Measurement: Via Wily Technology: New Version of Wily Customer Experience Manager Features Integration with Introscope: Integrated Products Deliver Unmatched Insight Into Customer Experience and Web Application Performance ...

Six Sigma Process Methdology: CIO Focus ...

Six Sigma Process Methdology: CIO Focus: Via Infoconomy: CIOs optimistic about the future ...

Abi Carter explores CIO focus on project execution with emphasis on standard processes, such as ITIL and Six Sigma ...

... "This new set of priorities for the CIO will reshape project management, said Orlov: increasingly IT executives will turn to more broadly-used process methodologies such as Six Sigma and ITIL. " ...

Six Sigma Quality Program Support ...

Six Sigma Quality Program Support: Mercury IT Governance Center Voted Best Solution by IT Executive Attendees ...

... "Achieve sustainable compliance by establishing a repeatable, automated approach to managing ongoing compliance mandates such as Sarbanes-Oxley and support quality programs and process control frameworks such as Six-Sigma, CMMI (Capability Maturity Model Integration), ITIL (IT Infrastructure Library), ISO-9000, and COBIT (Control Objectives for Information and related Technologies); " ...

Mercury Interactive Corporation (NASDAQ: MERQ), the global leader in business technology optimization (BTO), is committed to helping customers optimize the business value of information technology. Founded in 1989, Mercury conducts business worldwide and is one of the fastest growing enterprise software companies today. Mercury provides software and services for IT Governance, Application Delivery, and Application Management. Customers worldwide rely on Mercury offerings to govern the priorities, processes and people of IT and test and manage the quality and performance of business-critical applications. Mercury BTO offerings are complemented by technologies and services from global business partners.

SixSigma GreenBelt ITIL Trained ...

SixSigma GreenBelt ITIL Trained: Bonita Lee Appointed CenterBeam Manager For Support and Technical Operations

... "CenterBeam is engaged in a quest for quality, and Bonita is a key coach on the team, said Neil Morrison, director of technical operations. Bonita is a Lean Six Sigma green belt and trained in using ITIL, the IT Infrastructure Library that is used to aid in the implementation of the framework for IT Service Management (ITSM). " ...

CenterBeam is an award-winning North American-based IT outsourced services company that delivers more than 44,000 services daily for mid-sized clients in sixteen countries across four continents. Founded in 1999, CenterBeam pioneered the application of quality management techniques to IT and currently earns a 97% client satisfaction rating as measured by Quality Resource Associates. CenterBeam's Total Satisfaction Guarantee and month-to-month contracts make the company unique among IT outsourced services companies.

Six Sigma Best Practice Methdologies ...

Six Sigma Best Practice Methdologies: NUVO extends managed IP Telephony service: Provides enterprise-class services to small-to-medium businesses

... "NUVO enables companies to operate multi-media networks and migrate from legacy PBX telephony systems to IP efficiently and cost-effectively. Key benefits to customers include: Support from certified experts, using best-practice methodologies such as ITIL, Six Sigma, and CERT; Lower total cost of ownership with improved performance and rapid application deployment. " ...

NUVO (TSX Venture Exchange: NVO) provides remote management and protection of IT infrastructures for businesses worldwide to maximize the availability of their computing infrastructure. NUVO enables our customers to excel by delivering fully integrated, proactive management services and business data. This provides the critical information needed for effective analysis and decision-making to maximize performance and control costs. NUVO achieves this through certified experts, best-of-class technology, deep integration, highly automated processes, and best practices in a 24x7, resilient infrastructure.

Six Sigma Governance Support

Mercury Announces Mercury IT Governance Center 6.0 ...

... "Address compliance regulations such as Sarbanes-Oxley and support quality programs and process control frameworks such as Six-Sigma, CMMI (Capability Maturity Model Integration), ITIL (IT Infrastructure Library), ISO-9000, and COBIT (Control Objectives for Information and related Technologies). " ...

Mercury Interactive Corporation (NASDAQ: MERQ), the global leader in business technology optimization (BTO), is committed to helping customers optimize the business value of information technology. Founded in 1989, Mercury conducts business worldwide and is one of the fastest growing enterprise software companies today. Mercury provides software and services for IT Governance, Application Delivery, and Application Management. Customers worldwide rely on Mercury offerings to govern the priorities, processes and people of IT and test and manage the quality and performance of business-critical applications. Mercury BTO offerings are complemented by technologies and services from global business partners.

Six Sigma ITIL Framework ...

Six Sigma ITIL Framework: ACS Achieves High-Level Industry Recognition With Prestigious BS 15000 Certification ...

ACS achieves BS15000 certification, built on a framework of ITIL and Six Sigma best practices ...

... Affiliated Computer Services, Inc., (NYSE: ACS), a premier provider of business process and information technology outsourcing solutions, announced today that it has just received British Standard 15000 (BS 15000) certification. This achievement makes ACS the only information technology and business process outsourcing services provider in the United States with a data center certified BS 15000. ... BS 15000 certification is one component of the ACS quality management system (ACS QMS). ACS QMS is an industry-leading approach to delivering IT best practices, improving internal controls, delivering world-class services, and implementing continuous process improvement. It is based on adopting the ITIL best practice framework, validating performance through 3rd party certifications (e.g. ISO, SCP, CMMI, SAS 70, and BS 15000), and utilizing the Lean Thinking and Six Sigma principles to eliminate waste and mistake-proof operations. ...

ACS, a FORTUNE 500 company with more than 47,000 people supporting client operations in nearly 100 countries, provides business process and information technology outsourcing solutions to world-class commercial and government clients. The company's Class A common stock trades on the New York Stock Exchange under the symbol "ACS". ACS makes technology work.

Six Sigma ITIL Services ...

Six Sigma ITIL Services: HDI Provides 2005 Forecast for IT Service & Support Industry

CEO of HDI communicates evolution of IT to standardization of performance-based services, leveraging Six Sigma capability ...

From PR Newswire (press release) ... individuals and support organizations choosing to be certified and increasing interest in ITIL (IT Infrastructure Library) framework, COBIT, Six Sigma, and, in ...

... The increasing complexity of the IT environment is driving standardization in practices and performance measurement. This was one of the key messages Ron Muns, CEO and founder of HDI shared during his state-of-the-industry address at the 16th Annual HDI Annual Conference & Expo being held at the Venetian Resort in Las Vegas, Nev., March 6 - 10, 2005. HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. ...

HDI is the world's largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide including many of the Fortune 500, and nearly 60 active local chapters in North America.

Six Sigma ITIL Certification ...

Six Sigma ITIL Certification: Pepperweed Consulting Joins Industry Leaders to Shape the Future ...

From PR Newswire (press release) ... Expertise in ITIL, Six Sigma and other industry-standard best practices, and extensive, hands-on experience deploying solutions in the field, equips Pepperweed ...

... Pepperweed Consulting, recently listed as one of the Inc. 500 fastest growing privately held companies, announces their participation in the IT Infrastructure Library (ITIL) Version 3 refresh project. This project is an initiative by the UK Office of Government Commerce and the IT Service Management Forum International to update the most comprehensive source of IT management best practices. ...

Pepperweed was founded by IT professionals who recognized a need for quality IT management tools, and specialists peaked in their implementation and use. Today, Pepperweed consultants are nationally recognized for their unique ability to provide optimal IT infrastructure and process designs, and to deliver on the promise of those designs through hands-on implementation of selected technologies. Pepperweed approaches infrastructure and IT process optimization as a series of integrated project engagements, enabling IT leaders to control their destiny and earn investment trust by providing corporate leadership with enhanced IT business services and stepwise ROI. Expertise in ITIL, Six Sigma and other industry-standard best practices, and extensive, hands-on experience deploying solutions in the field, equips Pepperweed to avoid the difficulties and delays often associated with managing complex, large-scale, global IT deployments. Located in Indianapolis, IN, Pepperweed is a virtual company comprised of Internet-connected employees "headquartered" in 38 states. ITIL was originally created in the early 1990s by OGC for use in UK government. ITIL is a set of best practice guidance, published in books, CD-ROMs and online content. It is supported by a global qualification scheme in IT service management. Over the past 12 years, ITIL has become the most widely accepted best practice in IT Service Management and is used throughout the world by governments and private sector companies of all sizes. The guidance was most recently revised in 2000. In recent years, ITIL has grown beyond its European base and has been increasingly adopted by financial, government, IT and other user organizations in North America, Japan, China, South America and many other countries. This interest has stimulated increasing market interest and global uptake.

Drive Six Sigma Information Technology Efficiency Through IT Governance ...

Six Sigma Information Technology Efficiency Through IT Governance: PAETEC Reduces Information Technology Operation Cost to Half of ...

From PR Newswire (press release) ... aids in compliance with regulations such as Sarbanes-Oxley, and it supports quality programs and process control frameworks such as Six-Sigma, CMMI (Capability ...

... Today, Mercury Interactive Corporation (Nasdaq: MERQ), the global leader in business technology optimization (BTO), and PAETEC Communications, Inc., a communications solutions provider, announced that PAETEC has increased Information Technology (IT) efficiency and business results using Mercury IT Governance Center(TM). PAETEC uses Mercury's IT Governance Center to automate internal business and IT processes, significantly speeding the completion of critical tasks. ...

Mercury IT Governance Center(TM) provides the first integrated and most comprehensive transaction system for IT. It enables IT executives and CIOs to digitize and automate IT business processes from demand through production. From strategic demand to keep-the-lights-on demand to delivering projects and applications into production -- Mercury IT Governance Center puts IT executives in the best position to align IT strategy and execution with business goals, turn the dials, and make decisions to maximize IT's business value. It aids in compliance with regulations such as Sarbanes-Oxley, and it supports quality programs and process control frameworks such as Six-Sigma, CMMI (Capability Maturity Model Integration), ITIL (IT Infrastructure Library), ISO-9000, and COBIT (Control Objectives for Information and related Technologies).

Additional resources on Six Sigma IT efficiency through governance ...

Enterprise Information Technology Governance Board: IT strategy will improve organizational efficiency, streamline data ... laws do hereby establish an Enterprise Information Technology Governance Board (hereinafter ...

Six Sigma, Information Technology & You: Creating: Information technology (IT) plays a crucial role in helping ... integrated into the greater corporate Six Sigma effort. ... The goal is to ensure the efficiency of the ...

Lean, Lean Six Sigma and Lean Manufacturing: six-part series on harnessing information technology to help ... and how it can integrate with Six Sigma to improve speed and efficiency while decreasing ...

Information Technology Governance and Portfolio: Information Technology Governance and Portfolio Management. Why do you need IT Governance and Portfolio ... and to achieve the efficiency and effectiveness of ...

Six Sigma Network Infrastructure Initiatives Through Automated Configuration ...

Six Sigma Network Infrastructure Initiatives: AlterPoint Announces Availability of DeviceAuthority Suite 3.5

From Business Wire (press release), CA ... allowing organizations to align and enforce internal and industry initiatives, regulations, and standards such as ITIL, NSA, ISO, Sarbanes-Oxley and Six Sigma. ...

... AlterPoint(TM), Inc., the leading provider of intelligent network change and configuration management (NCCM) solutions, today announced the availability of DeviceAuthority(TM) Suite 3.5, a comprehensive solution for automating and managing the change and configuration of complex, multi-vendor network infrastructures. DeviceAuthority Suite 3.5 delivers extended intelligence giving IT professionals the necessary information to proactively automate configuration changes throughout the IT infrastructure. Through new NCCM features and functionalities including automated policy remediation, graphical summary reports, CiscoWorks RME integration, remote access authentication and proactive configuration syntax checking, network compliance, security and change management can be effectively and intelligently managed in-line with business demands. ...

AlterPoint's Network Intelligence Model(TM) (NIM) reduces the complexity, risk and expertise required to manage the configuration of the network. The NIM automatically captures, normalizes and classifies detailed information about a device configuration, including all physical and logical components (e.g. Operating System version, Access Control Lists, etc), their attributes and the relationships between them. The NIM also contains an embedded library of expert knowledge for the management of components in the model, which is automatically applied to these components as they are discovered and classified. The combination of a detailed, vendor-independent data model with out-of-the-box expert knowledge enables organizations to analyze, implement and manage changes in an intelligent manner--without requiring scripting. AlterPoint develops intelligent network change and configuration management (NCCM) solutions that have pioneered the evolution of network management. Companies worldwide rely on the intelligence and automation provided by AlterPoint's award-winning product, DeviceAuthority Suite, to proactively manage configuration change, compliance and security across their multi-vendor network to maximize the performance and availability of their IT infrastructure. Founded in 2001, AlterPoint is headquartered in Austin, Texas, with offices in Europe and Asia.

Additional resources on Six Sigma network infrastructure ...

Six Sigma and ITIL: Six Sigma and the IT Infrastructure Library (ITIL ... success factors for implementing Six Sigma in the ... in service level management and network management platforms ...

Converging with Six Sigma: and low latency with reduced infrastructure and operational ... back from technology and look at the network from a ... Programs such as Six Sigma can provide network ...

IDXchange 2004 Vol. 3: see what you're doing." Six Sigma methodologies have ... integrated delivery network with six acute care ... Without a solid network infrastructure, however, none of ...

Six Sigma IT Service Practices ...

Six Sigma IT Service Practices: Patni Computer Systems Announces Relocation of US Headquarters

From PR Newswire (press release) ... 5 organization, assessed enterprise wide at P-CMM Level 3. In keeping with its focus on continuous process improvements, Patni adopts Six Sigma practices as an ...

... Patni Computer Systems, India's 6th largest IT services company, today announced the relocation of its U.S. headquarters to a 30,000 square foot campus at One Broadway in Cambridge, Mass. The move is designed to accommodate Patni's rapid growth in providing U.S. customers with industry-specific expertise and services and consolidating operations in the Boston area. The new U.S. headquarters will now house Patni staff previously dispersed among three separate offices. ...

Patni Computer Systems Limited (BSE: PATNI COMPUT, NSE: PATNI) is a global IT Services provider servicing Global 2000 clients in the Manufacturing, Insurance, Banking & Financial Services, Retail, Hospitality, and Energy & Utilities industries. With a skilled employee strength of over 7,000; multiple offshore development facilities across six cities; and 22 international offices across the Americas, Europe and Asia-Pacific; Patni has registered revenues in excess of US $251 million for the year 2003. Patni's technology focus spans e-business solutions, enterprise applications, embedded technology solutions and enterprise systems management. Its service offerings include application development and reengineering, application management and business process outsourcing. Committed to quality, Patni adds value to its client's businesses through well-established and structured methodologies, tools and techniques. Patni is an ISO 9001:2000 certified and SEI-CMMi Level 5 organization, assessed enterprise wide at P-CMM Level 3. In keeping with its focus on continuous process improvements, Patni adopts Six Sigma practices as an integral part of its quality and process frameworks.

Additional six sigma IT services resources ...

IT Services Governance Guide: major types of IT services, as well as the impact of current trends in the changing landscape of IT services delivery such as ITIL/ITSM, Six Sigma, and Utility ...

Leveraging Six Sigma in IT: Before moving on to the application of Six Sigma to IT services, let us first understand the Six Sigma methodology. The evolution ...

IT Management: exist in an electronic universe, then the need to manage the IT services that enable ... how Proxima Centauri provides a solution for this and how Six Sigma can be ...

Six Sigma Methodology in Healthcare Equipment ...

Six Sigma Methdology: Forest Hills PET Imaging Opens in Queens; GE Discovery ST PET/CT ...

From Business Wire (press release), CA ... Built from the ground up with Six Sigma methodology, the Discovery ST PET/CT system assists physicians to seeing the disease and planning appropriate therapy ...

... Forest Hills PET Imaging, P.C. is now accepting appointments at its new state-of-the-art out-patient facility in Queens, New York. Located on the 1st floor of 102-02 Queens Boulevard in Forest Hills, New York (entrance is on 67th Drive), Forest Hills PET Imaging, P.C. houses the new GE Discovery ST, a remarkable PET/CT imaging system completely optimized for cancer care. ...

Forest Hills PET Imaging, P.C. is the fifth in The Sagemark Companies Ltd. (trading symbol SKCO) growing portfolio of PET Imaging Centers.

Additional Six Sigma Methodology resources ...

What is Six Sigma?: The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation ...

Process Models - The Six Sigma Methodology: The Six Sigma Methodology - Six Sigma is a process-focused methodology designed to improve business performance through improving specific areas of a strategic ...

IKON Office Solutions : Corporate Information: Six Sigma: Six Sigma Methodology. ... The Six Sigma methodology has been utilized successfully at a number of leading companies across many industries. ...

Microsoft Office Solution Accelerator for Six Sigma: Planning: following questions: • What is the Microsoft Office Solution Accelerator? • What is the Six Sigma methodology? • What is the ...

Six Sigma ITIL: BMC Software(R) Announces New Business Service Management Partner ...

From Yahoo News (press release) ... We are confident that our current expertise in ITIL and Six Sigma will provide a firm foundation on which to build our BSM practice.". ...

Six Sigma and ITIL provide a competitive advantage to service provisioning in the business service management BSM space ...

... From its exclusive Business Service Management (BSM) Executive Event, BMC Software, Inc., (NYSE: BMC), a leading provider of enterprise management solutions, today announced the launch of its global Business Service Management (BSM) Partner Certification Program, designed to assist solution providers in building BSM skills, expertise and best practices. The BSM Partner Certification Program is providing a key platform to advance customer adoption of BSM and assisting Solution Providers in jointly selling BSM with BMC Software's field organization and providing end-to-end BSM services in customer engagements. With today's news, BMC Software is also announcing that Maryville Technologies is the first partner to be BSM Certified. ...

BMC Software, Inc., is a leading provider of enterprise management solutions that empower companies to manage their IT infrastructure from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and fiscal 2004 revenues of more than $1.4 billion.

Six Sigma ITIL: Euclid Introduces New QuickStart Services

From Yahoo News (press release) ... All consultants hold a variety of certifications, including ITIL, Six Sigma, and PPM. "Euclid's QuickStart Services distinguish Euclid in the BSM space. ...

Leverage ITIL in business service management to drive high-performance processes that are aligned with the business strategy ...

... Today, Euclid Inc., the leading provider of business service management (BSM) solutions, announced the availability of three new QuickStart Business Service Consulting packages: Blueprinting, Storyboarding, and Management Automation. Each new offering is designed to incrementally lead a customer through Euclid's proven methodology that aligns IT resources and investments with business operations and priorities. With the availability of Euclid's QuickStart packages, customers are able to accelerate BSM initiatives and cost-effectively deliver on IT- business alignment. ...

Euclid is the leading provider of business service management (BSM) solutions that enable Global 2000 companies to align IT spending with business priorities. Euclid combines its BSM software with proven best practices to improve IT's ability to deliver business value, measure overall IT performance, and manage business risk. Euclid's solution is a top-down approach that translates infrastructure-centric data into business-relevant metrics while leveraging investments in existing management tools and processes. Role-based dashboards, service catalogs, reporting, and graphical service blueprints allow IT to optimize itself with respect to business requirements and priorities, and equally important, to establish credibility for IT by communicating IT's value in terms that resonate with business stakeholders. Euclid is a privately-held, venture-funded company with headquarters in San Jose, CA.

Six Sigma IT Best Practices: Taking a page from ITIL's best practices

From InfoWorld, CA ... as statistical process control, quality circles, just-in-time inventory management, total quality management, lean manufacturing, and Six Sigma, the industry ...

David L. Margulius writes:

... In the 1970s, when the American auto industry found itself under attack by leaner, hungrier Japanese competitors, it fought back by adopting some of the very production processes the Japanese had pioneered. Using techniques such as statistical process control, quality circles, just-in-time inventory management, total quality management, lean manufacturing, and Six Sigma, the industry focused on improving how its people worked and how its processes operated. ...

The Information Technology Infrastructure Library (ITIL) is a set of books developed by the United Kingdom's Office Of Government Commerce (OGC). The books describe an integrated, process based, best practice framework for managing IT services.

Pink Elephant is the world’s leading IT service management education and consulting provider. Headquartered in Toronto, Canada, and operating globally, the Company works with an extensive array of clients, both public and private, to improve the quality of IT services through the application of established best practices, including ITIL. Main services include education, conferences, consulting and outsourcing.

Six Sigma ITIL ITSM: Opticom Adds Application Discovery and Dependency Mapping To SLM

From Business Wire (press release), CA ... Designed around industry standard best practices of ITIL and Six Sigma, iView, with its Automated Service Level Management, is the original Business Service ...

" ... Opticom, the originators of Business Service Management software, today announced the release of iView 5.0 with significant new features including automated application discovery, dynamic infrastructure dependency mapping and real-time IT to business processes reconciliation. A unique Application Discovery Dictionary(TM) allows iView's state-of-the-art data mining and correlation technology to discover applications and supporting IT infrastructure, and then create topological dependency mappings of the relationships between applications, servers, network devices, transmission facilities and the business processes that use them. The Application Discovery Dictionary ships with rule entries for SAP, Siebel, BEA WebLogix, IBM WebSphere, Microsoft SQL Server, Exchange and IIS, Apache, Oracle and others. The Application Discovery Dictionary is user-configurable, and may be easily expanded to include customized and homegrown software applications. This new version also delivers additional enhancements including support for IBM Tivoli NetView as a data source, and enhanced support for Asynchronous Transfer Mode (ATM) ... "

Opticom develops and markets strategic Business Service Management software solutions essential to IT-dependent companies. Opticom iView enables Global Fortune 1000 enterprises, service providers and Government to optimize, validate and communicate the impact of IT on their business. Opticom customers include Harley-Davidson, AT&T, Lucent, Philip Morris, The US Army, Air Force, Marines, DOD and others.

Six Sigma ITIL: From the Top

From Real Market (press release) ... When that is done, processes that are service oriented like ITIL become more important. I see it as one revolution comparable to Deming or Six Sigma. ...

Six Sigma ITIL: Talking Tech

From Richmond.com, VA ... Six Sigma and Information Technology Infrastructure Library (ITIL®) are both good examples of process management practices that are well developed and can be ...

Six Sigma ITIL: Onaro delivers SAN manager

From InfoWorld, CA ... efficiencies. It also offers an audit history and security for regulatory compliance, and enables Six Sigma and ITIL best practices. ...

Onaro enables companies to manage changes and growth in complex Storage Area networks with absolute assurance. Onaro’s non-invasive software gives storage managers unprecedented visibility into their SANs by proactively mapping and analyzing the complex relationships between every application server, storage device and the interconnecting network – prior to, during, and after SAN changes. Current technologies troubleshoot only individual SAN elements after changes have been made, providing only the illusion of control. Onaro’s SANscreen® Predictive Change Management software gives storage managers unprecedented visibility into their SANs by proactively mapping and analyzing the complex relationships between every application server, storage device and the interconnecting network – prior to, during, and after SAN changes.

Six Sigma Software: AlterPoint Unveils Full Potential of Network Change & ...

From PR Newswire (press release) ... organizations to align and enforce internal, industry and vendor initiatives, regulations and standards such as ITIL, NSA, ISO, Sarbanes-Oxley and Six Sigma. ...

AlterPoint is the leading provider of network change and configuration management (NCCM) solutions for complex, multi-vendor network environments. Our solutions provide visibility, automation and governance over network changes, increasing the availability, performance and security of enterprise networks. AlterPoint's leadership in the NCCM market is based on customer adoption, innovation, vision and product superiority in real-world customer situations. AlterPoint is based in Austin, Texas. For more information,
please visit http://www.alterpoint.com.

Six Sigma: AlterPoint Alters DeviceAuthority - - For The Better , It Says !

From ebizQ, NY ... organizations to align and enforce internal, industry and vendor initiatives, regulations and standards such as ITIL, NSA, ISO, Sarbanes-Oxley and Six Sigma ...

Six Sigma Methodology: AlterPoint Alters DeviceAuthority, For The Better, It Says!

From ebizQ, NY ... organizations to align and enforce internal, industry and vendor initiatives, regulations and standards such as ITIL, NSA, ISO, Sarbanes-Oxley and Six Sigma. ...

Six Sigma ITIL: Organization Seeks Experienced Individuals to Participate on ...

From Real Market (press release) ... such as ISO 9000/9001, Malcolm Baldrige, European Foundation for Quality Management (EFQM), the IT Infrastructure Library (ITIL) and Six Sigma, and others. ...

Six Sigma Framework: Special Report Mercury aims higher

From ADT Magazine ... The Mercury governance package also offers support for quality programs and process control frameworks, such as Six Sigma, CMMI, ITIL, ISO-9000 and CobiT. ...

Six Sigma Continuous Quality Improvement: The quality management principles of business technology optimization (BTO) are in part derived from Six Sigma, a data and statistics driven approach to analyzing and measuring business problems with a view toward improving operational performance. Six Sigma originated in manufacturing where it was used to eliminate assembly-line defects but it is now being applied to nearly every kind of business process in industries as seemingly diverse as financial services and the federal government.

Six Sigma can help solve countless business problems; from dropped call center calls to keeping enterprise resource planning (ERP) systems up and running. It can be used virtually anywhere complex business processes exist. As a business methodology, Six Sigma doesn't actually provide the tools needed to achieve Six Sigma compliance. In order to address the defects that occur from poorly written code or systems failure, companies need a way to measure those defects and to tune and manage systems for maximum performance. That's where Mercury business technology optimization (BTO) solutions comes in.

Mercury delivers on the promise of BTO with solutions that optiimize. Mercury IT Governance Center provides the first integrated transaction system for IT. It includes real-time IT governance to turn the dials and make decisions, and the most comprehensive system available to help comply with regulations such as Sarbanes-Oxley. It offers support quality programs and process control frameworks such as Six-Sigma, CMMI (Capability Maturity Model Integration), ITIL (IT Infrastructure Library), ISO-9000, and CobiT (Control objectives for information and related Technologies).

Balanced Scorecard: Help Desk Institute Offers Support Center Director Certification

First SCD Course to be Held September 13-16, 2004 in Chicago, Ill.

ORLANDO, Fla., April 19 /PRNewswire/ -- Help Desk Institute (HDI), the world's largest membership association for service and support professionals and the premier certification body for the industry, announced today it is offering a new certification course: Support Center Director (SCD). The announcement was made at HDI 2004, the association's annual conference held April 17 - 21, 2004, in Orlando, Fla. This course is designed for experienced support center managers, directors and other management positions directly responsible for providing strategic leadership to the support organization.

"HDI is excited to announce the director's level certification to the support industry," said Judy Benda, HDI's executive director, training and certification. "The development of the director's course and certification has come as a response to the increasing demands placed on support center management, and the evolution of support centers as they become increasingly strategic. This course and accompanying certification is truly revolutionary in meeting the business needs of the support center by educating management on key practices such as finance, marketing to the executive level and strategic business development."

The SCD course is designed to provide managers and directors with the strategic skills necessary to build, maintain and promote the direction of the support center. These include:

* Tools for evaluating and reporting metrics; KPI (key performance indicators) for goals/measuring development

* Skills necessary for implementing a support center maturity model

* Strategies for delivering quality service and support

* Guidelines for maximizing vendor relationships

* Finance 101 -- cash flow, P&Ls, budget and revenue building strategies

* Negotiating skills for Service Level Agreements (SLAs)

* Strategies for staff mentoring, process analysis, sourcing

* Methodologies for successful Knowledge Management

* Information Technology Infrastructure Library (ITIL) alignment strategies

* Balanced Scorecard Development

* Data analysis strategies -- industry trends and organization performance

* Creating strategic vision

* Use of sales and marketing techniques to gain executive and end-user (customer) buy-in

* Leadership management development - policy, process and people

* Building successful business cases


About HDI SCD Certification Course: The HDI SCD course will present the necessary framework for providing exemplary executive-level direction for the support center. The course will be offered in two sections: SCD 101 and SCD 102, with two days for each section. HDI suggests interested people take SCD 101 and SCD 102 as a four four-day course; however, each section may be taken separately and in non-sequential order. The price for this course is $2,295 non-member/$2,195 HDI members if taken as an entire unit, or $1395 non-member/$1295 HDI members per section, if sections are taken separately.

After completing the course, students may take the SCD Certification exam, which is offered online; access to the test will be provided upon completion of the course. The cost for the test is included in the price of the training.

For more information about the SCD Course and Certification, visit http://www.thinkhdi.com/certification/individualCertification/. For media and analyst registration, contact Jennifer McClure of A.M.P. Communications at (510) 868-8152 x200, or email jenm@ampcomm.com.


About Help Desk Institute (HDI): Help Desk Institute (HDI) is the world's largest membership association for service and support professionals and the premier certification body for the industry. Founded in 1989, HDI's mission is to lead and promote the customer service and technical support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for customer service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 active U.S. chapters. For more information, visit http://www.thinkhdi.com.

ITIL Methods: Allstream Taps Cisco for LAN Service

From Wireless IQ, United States - Apr 7, 2004 ... Built on Allstream's state of the art IP infrastructure and Information Technology Infrastructure Library (ITIL) compliant proven methodologies, clients can ...